The player from Mexico deposited 4,000 pesos and won 17,700 pesos. However, despite completing all of the casino's requested verification steps promptly, including making additional notarized photos, and waiting for over a month, the casino has not yet processed her withdrawal request and continues to delay by stating they're waiting for the relevant department to respond. We tried to contact the casino to getassistance, however, it didn't reply therefore the complaint was closed as unresolved.
Caliente Casino - Player's withdrawal request is being delayed.
Black points: 301
Amount: Mex$17,700
Caliente Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
5 months ago
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5 months ago
Translation
Hello, I would like to present my case. At the beginning of October, I invested 4,000 pesos in Caliente's live casino. Over the course of a week, I gained profits totaling to 17,700 pesos. The casino requested my information, which I submitted promptly (my INE, proof of residence, and bank statements with transactions in Caliente's name). I verified my account on the same day I opened it (October 6th). On the 7th of the same month, they requested financial verification, and I sent the necessary documents on the same day. I did not receive a response until October 13th, when they asked me for more detailed screenshots of the transactions in my online bank account. Again, I sent them on the same day. On Monday, October 16th, they emailed me requesting notarized photos of my INE. Understanding that it was part of the process, I made a substantial investment in a notary public in my city, as I needed to retrieve my initial investment from the casino. I sent them four pictures on Wednesday, October 18th: one of each side of the document and two selfies holding each side of the document. Despite the casino's suggestion that verdicts would be given within five business days, I did not receive any response. It's been four weeks and over 15 business days, and they keep delaying by telling me that the relevant department has not responded. I have initiated multiple chats with support, made phone calls, sent numerous emails, only to get the same reply. They have labeled my case as "priority" and "urgent," but I've received no response. The time taken is extremely unreasonable and I can't even withdraw my initial investment that I made over a month ago. It's the end of the month and I still need my funds. They've locked up MY money along with the money I honestly won at their casino.
Automatic translation:
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5 months ago
Dear AnaP19,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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5 months ago
Translation
No, they have not informed me of any problem with verifying my account, they just kept saying this for the 4 weeks:
"Following up on the review request that is pending, we inform you that at the moment we are still waiting for the response from our corresponding department."
I have already called by phone, opened a chat with their support and sent emails. They just tell me that and it's been 4 weeks.
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5 months ago
Thank you very much, AnaP19, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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5 months ago
Hi AnaP19,
I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.
Dear Caliente Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify the reason why the player's account has not been verified yet and how much time will it take you to finish the review of the documents?
I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.
Looking forward to hearing from you!
Best regards,
Natalia
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5 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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5 months ago
Dear AnaP19,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
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